Reviews
This profile includes reviews for FrontPoint Security Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 101 Customer Reviews
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Review fromKonrad W
Date: 07/16/2025
1 starKonrad W
Date: 07/16/2025
The system works great about 80% of the time. There are frequent false alarms especially with the "Away" system. There is no effective monitoring service. They will call you when there is an alarm, but your phone has already alerted you. They will offer to have someone drive by your house but you have to pay $100 at a minimum for this and it is faster to have a neighbor go look at your property than to have then respond with a rent-a-cop in training. By the time the guy gets there the burglars will have emptied your house. ***** any form of contract with this company. Half the time the equipment you buy from them breaks and they do not cover replacements even though you are in a contract with them. Not really the best system out there. A dog costs less and is more effective.
FrontPoint Security Solutions, LLC
Date: 07/18/2025
To Whom It May Concern,
Frontpoint values customer feedback and is always dedicated to providing the best service. We are sorry to hear that the customer was dissatisfied with the service they received.
To provide clarity on the customer's situation, they live in one of a handful of jurisdictions with a policy known as verified response. What this means is that the police department requires that a guard dispatch goes to the property and verifies the burglary before they are willing to send a police officer. We certainly understand the frustration that this policy creates and wish we were able to have the more direct response via police that the vast majority of districts allow. However, we along with any other security company operating in this customers jurisdiction are required to comply with the policy.
As for the warranty,Frontpoint equipment is purchased and comes with a 3 year warranty which is not tied to the contract. Our contract options which come in lengths both shorter and longer than the warranty exists to allow customers to receive discounted and sometimes even completely free equipment. This means that the equipment completely belongs to the customer and when opting for shorter contract terms the equipment is still covered beyond the length of the contract.
Again we are sorry to hear the customer wasn't satisfied by their time with us. If they have any further questions or concerns beyond what is included in their review they are welcome to reach out at *******************************************************************************************************.
Thanks,
Frontpoint Security
Voice of the *******************Review fromNeha K
Date: 07/02/2025
1 starNeha K
Date: 07/02/2025
We have been with Frontpoint for 10 years. Many a times we have thought of switching out to a different service just because their systems are so antiquated. When it was time to cancel, they make it so hard to cancel. I needed to call them and then they ask for 30 days written notice and additional 40 day payment because they have already paid their monitoring service additional 30 days. For example I called to cancel on July 2, I have already paid for July. So based on 30 day notice my services should end Aug 2. But they made me pay for all of Aug and cancel the service only end of august. This is let their non-customer friendly policy. Worst ********************** system ever. I would not recommend. Beware when you need to change services.FrontPoint Security Solutions, LLC
Date: 07/10/2025
Hello Neha,
We are sorry to hear that after 10 years of loyalty to Frontpoint, you feel you are leaving us on a negative note. We do value transparency and yes we do have a 30 day notice outlined in the cancellation section of all of our contracts. We do also value flexibility and can evaluate on a case by case basis to reduce or waive the requirement in instances where there has been unreasonable issues with the system or service. If you feel this wasn't done for you then please reach out at ******************************************************* and we will be glad to take another look. We look forward to hearing from you.
Thanks,
Frontpoint Security
Voice of the *******************Review fromAnna S
Date: 06/18/2025
1 starAnna S
Date: 06/18/2025
Absolutely awful. They did not notify me of the three year contract. My many attempts to cancel were difficult and basically forced me to pay in order to cancel the service. DO NOT USE FRONTPOINT.FrontPoint Security Solutions, LLC
Date: 06/23/2025
To Whom It May Concern,
We are sorry to hear that the contract status came as a surprise. Frontpoint values transparency in the sales process. When we offer contract options as a way to lower the upfront equipment cost and monthly rate, our sales agents are required to make an upfront statement of the contract term length. Additionally, during the secure signing process through Docusign we make sure the term length is clearly shown in bold on its own line and an initialing is required to certify that the terms were understood. We have verified the contract was signed properly and that at this point the cancellation was completed this month by the customer. If they have any further questions or concerns they are welcome to reach out at *******************************************************************************************************.
Thanks,
Frontpoint Security
Voice of the *******************Review fromJim T
Date: 06/02/2025
1 starJim T
Date: 06/02/2025
I concur about the difficulty of cancelling and poor customer service. Tried the on line chat - no response. Called and said to leave a callback number - no one called me back. I used them for 8 years and had no problems but now it seems like a shady operation. The company has changed a lot I guess. Would never recommend them and will never use them again. What happened?FrontPoint Security Solutions, LLC
Date: 06/03/2025
Hello *****,
We sorry to hear you felt it was difficult to reach out to us to cancel. We are dedicated to customer service and keeping hold times low. Though hold times can sometime occur especially at the beginning of the month and during lunch hours which is when the largest amount of people call. We see your account and you did try to reach out during these hours. However, we see that your first contact attempt at 1:46 EST yesterday was successful as you did submit a callback to not wait on the line and we did call 2 minutes and 43 seconds later. Additionally we do see that you did complete the cancellation online shortly following this call with the total time needed to complete the cancel being 13 minutes. We can confirm that no further action is needed to close your account.
With this said we so see the contact attempt afterwards where you called and then disconnected after 30 seconds on hold without submitting a callback. As well we see the chat attempt around the same time where an agent became available and did respond at 3 minutes after the initial chat submission though we received no response back from you at that point. We are glad to hear more from you regarding this so we can determine if this was an intentional disconnect, technical issue or some other confusion. We are also glad to answer any further questions or concerns to which you can reach out directly at *******************************************************************************************************.
Thanks,
Frontpoint Security
Voice of the *******************Review fromAngie M
Date: 05/20/2025
1 starAngie M
Date: 05/20/2025
How does this company have an A+ from BBB with a 1/5 customer rating?? I've never seen a company drop so far downhill. They were once great. I urge anyone researching alarm systems NOT to go with Frontpoint. Faulty equipment, horrific customer service, worst cancellation policy.FrontPoint Security Solutions, LLC
Date: 05/22/2025
Hello *****,
We are sorry to hear you aren't satisfied with the service. You can read more about BBB ratings on their FAQ page but in short it is the BBB's rating given after reviewing our response to complaints, our policies, etc with the A+ being the highest possible rating. We always seek to provide a fair resolution to any customer complaint or issue.
We have looked over your account and understand your frustration with technical issues due to the age of the system being out of warranty. It seems we offered free courtesy replacements, troubleshooting with our top tier agents and even a lowered fee for terminating your current contract term. These offers go above what we would owe from the contract as we wish to provide as much satisfaction as we reasonably can. We see you refused these offers but we do still stand by them and will gladly continue to honor them should you change your mind. We hope to hear back from you either from the direct contact you were provided or through *******************************************************************************************************.
Thanks,
Frontpoint Security
Voice of the *******************Review fromBillie L
Date: 04/01/2025
1 starMy review is about the difficulty in cancelling the service.Supposedly, you call their customer service, get put on hold for their cancellation line, a customer *** sends you an email ink to officially cancel your service. You're done. What happened to me, that email link ran into an error. I call back, waiting again, get told I can send a written cancellation email instead... still get charged the next month.Looking at other reviews it seems my experience isn't abnormal. I called again to reconfirm my cancellation and have a refund pending. But this seems like malicious incompetence to keep customers on in my opinion.Review fromEmily W
Date: 03/27/2025
1 starI have had Frontpoint Security for years and until the last two years we loved it. Unfortunately, the as other have said, the system isn't working when needed. If you call, they will belittle you and state it is not their responsibility or fault if it is not working. In fact, they "own the products and it works great for them". I have made multiple attempts to cancel, but they will make you pay an insane amount of money to cancel and there is absolutely no discussion. I would advise not getting into business with them, because their customer service is not great, their techs never knew how to help and will transfer you around, and if their products don't work (front door camera took 13 minutes to load live video) it isn't their issue, it is always your "slow internet or distance from the router". It is right next to the router, and everything else in the house works fine.Review fromKarenLynn B
Date: 02/16/2025
1 starGo elsewhere!!! We have been customers for almost 10 years and signed another 5 year contract. Totally regret it! This company is nothing like it was when we first signed with them. We received updated equipment many days after their 3 day cancellation policy allowance and called to have someone help us with set up. We wanted to make sure everything worked. The guy was in such a hurry to get off the phone he NEVER made sure the new doorbell camera worked properly. Called Frontpoint again a few days later because the doorbell camera was not working and was told it was because of our slow internet service. I then called our internet provider to update our service and was told our internet speed is very fast and we don't even use anywhere near what we have. Then, 2 days later, after trying to get help with our doorbell camera, I was home alone when someone (who had the wrong house and believed to be on something) came to our door, rang the doorbell then proceeded to pound on our door while yelling. We have 2 German Shepherds who immediately ran to the door and started barking. Eventually after 8-10 minutes the person left. Police were called but our camera only recorded 20 seconds of the entire incident. Not enough for the police to see and hear exactly what happened. The outdoor camera recorded 30 seconds but still not the ENTIRE event. THIS SYSTEM IS USELESS! We no longer feel safe and secure in our home knowing these cameras only record ***** seconds! Most incidents such as break-ins or robberies last more than 20 seconds. I have not been able to sleep since this happened and now have to deal with not feeling safe for another 5 years. We will continue to make sure everyone knows this company only cares about a signed contract and not about you feeling safe and secure in your own home.Review fromRoke V
Date: 01/13/2025
1 starRoke V
Date: 01/13/2025
I would stay clear of frontpoint. This company is a scam. Same as other reviews. When I went to cancel my account they gave me the run around. Can't cancel online have to call in once you call in they have to send you an email. If you don't follow the process they won't cancel. The process is send an email with name account number and address. I did that and ****** later find out I'm still getting charged. I asked them why they are charging someone that doesn't gave a monitor or any device connected to there service. They don't follow up on devices that aren't sending a signal or connected to an account? Then what are they monitoring? Lol Frontpoint is a joke and all they want is to make sure they get there monthly payment. No phone call or anything from them over the years to see why they are charging and don't have to monitor a system. I would stay clear of frontpoint and find a diffrent company. All they do is take your monthly payment and nothing else.FrontPoint Security Solutions, LLC
Date: 01/15/2025
To Whom It May Concern,
Frontpoint values customer feedback and is always willing to review any customer situation brought to our attention. We understand the frustration with the cancellation process as described. Frontpoint requires a written notice for any cancellation of it's contract so there would be written confirmation for both parties. If this wasn't applied to the account properly resulting in it being left open, then this would be a mistake on our end. This is easy to correct and we would refund right away all the customer needs to do is forward the written notice to *******************************************************************************************************. We hope the customer can do this so we can identify the account and fix the issue right away.
As for concerns about the account monitoring, we can clarify that our monitoring station that phones out to customer is specifically for emergency situations i.e. alarms coming from the panel. The panel being turned off is not necessarily and indication of an issue nor does it necessarily indicate the customer wants the account closed. As such we don't call or close the account in this case. However, we do send automatic notifications when the system hasn't communicated for a time through the Frontpoint App, text message and email. While they are turned on by default, they can be turned off by the customer in their settings.
Thanks,
Frontpoint Security
Voice of the *******************Roke V
Date: 01/16/2025
I went to brinks right after unplugging frontpoint system. When there was a system malfunction they would notify my right away. Whether it was a power outage or internet or what ever happened I would get a call right away. Something front point didn't do ever. I will look for my email and or calls likes other customers complain about when they tried canceling with frontpoint. LolReview fromRosalyn P
Date: 01/06/2025
1 starRosalyn P
Date: 01/06/2025
I have been a customer since March 2018. I get my bills paid through automatic payment with my cc on file. They get their payment on time every time. The moment I decided to cancel, the problem started showing. You cannot cancel online through their portal. You have to call their customer service. My first try, called in the morning, I got a live person within 10 minutes but when I said I want to cancel I got transferred to a queue that took almost an hour wait just to get a live person. This live person will try to dissuade you from cancelling by offering less fees. If you continue with the cancel, she would say you will get an email shortly and on that email is a link to do your cancellation. I never got my email. I called the same day in the afternoon and waited on their long queue with no answer until their closing time. The next day I called again and got the queue with no one answering the line (2x). I tried their online chat and was told I need to call for cancellation. I left my phone number for a call back and no one called me back. After 3 days I got a text saying an email was sent and I only have so many hours to use the link on the email to do my cancellation, however there was no email on my inbox or my spam folder. I sent them an email complaining about their poor service for cancellation and still did not get any email or hear from the company. I tried removing my cc on file but their system won't allow it. I am so disappointed with this company that I am telling everyone I know not to do business with them. I am also filing a complaint or customer review to any and every regulatory agency I know. **** I am so upset I'm thinking about calling my local television for a complaint.FrontPoint Security Solutions, LLC
Date: 01/13/2025
To Whom It May Concern,
Frontpoint is dedicated to providing the best customer service and we understand the frustration the customer experienced trying to cancel their account. We try our best to keep the average hold times as low as possible. Since our billing occurs on the first of the month for all our customers we do experience a much larger call volume in the early days of the month. This means hold times can build up despite having little to no hold time for the bulk of the remaining month. Unfortunately it was also exacerbated by the 1st being a holiday before the customer called on the 3rd so unfortunately they experienced the brunt of this.
As for the email, it is showing as sent on our end so we are not sure why it didnt arrive in their inbox. However, we have processed the cancellation itself on their behalf so they dont need to take any further action. We reached out to them directly so they can reach back out directly should they have any questions or concerns.
Thanks,
Frontpoint Security
Voice of the *******************
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